Provision of Enterprise Experience Platform

⁠⁠⁠Casey interacts daily with both external customers (residents) and internal employees. Ensuring positive experiences in these interactions and developing insights to continually improve is crucial.

The project is proposing a market engagement to evaluate two approaches:

1. A Unified Customer Experience (CX)/Employee Experience (EX) Platform - one integrated technology solution for both customer and employee experience management.

2. Separate CX and EX Solutions - two distinct best-of-breed systems, one for each that is built specifically for CX and EX.

The scope includes:

- Development of functional and non-functional requirements for CX and EX that can be used to support a market scan and subsequent RFT scope

- Undertaking a desktop-based market scan to identify platform options, capability and solution providers, verified with independent research, eg. Forrester

- Stakeholder engagement and procurement activity to validate the approach and RFT readiness

- Development of an RFT and supporting collateral, submission to the market, evaluation, vendor(s) selection and contract negotiation/signing

- Implementation of the solution with Casey's environment ensuring

• Management and oversight
• Training/coaching
• Integration, data exchange and/or reporting
• Benefits realisation, and
• full transition to operations for IT, Customer & Digital and People & Culture

Out of Scope:

- Development of analytics and/or reports in Casey's Data Enhance (Power BI) platform